eWon Cosy 131 not showing in ecatcher

Ewon Support eWON Cosy
#1

Looking for some help with an ewon cosy 131 located in China.
This Ewon serial number is : 1801-0325-22

On my ecatcher the device shows as offline.

On the client side the device shows as online and connected to VPN, based on the indicator lights on the device.

If the device is online why can i not see it?

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#2

Hello,

Going off the picture, the device does not show an active Talk2m connection. There is light noise occurring, that may look like the Talk2m to connection is active.

I would have someone log in to the unit locally to verify if the talk2m connection is active.